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October 2, 2007

New business models need new kinds of customer experience

Posted by : Kaushik Ghosh

“As happened with the web, the business models come later.”
the classic example of Clayton Christensen’s innovator’s dilemma. When HTML came out everybody said “Hey this is so crude, you can’t build rich interfaces like you can on a PC - it’ll never work”. Well it did something that people wanted, it kind of grew more and more popular, became more and more powerful, people figured out ways to extend it, and HTML really took over the world. - Richard MacManus.
Well it’s been a while since those debates about business model or user experiences of the web mark up standards or protocols have been put to rest. It has grown fairly rapidly into the uncharted territories and breached many perception barriers. Social models of cyber culture have been turned into viable businesses and vice versa, new breed of consumers or the ‘prosumers’ have risen, new kinds of demands have been conceived with ever narrowing niches. Large corporations with large investments or smart models have succeeded and failed to sustain over time as their market share have been severely compromised by many unknown players with no traceable address (Napster or Kazza conceding to defeat by mushrooming unknown P2P nodes) or users and consumers getting clever quickly (Google AdSense registering fluffed CPC counts, triggered by rouge ‘mouse-over’ event capturing applications). Even the ’sellable ware’ transcended from tangible to abstract (from books & music to search marketing).
So, one may ask, in this rapidly changing landscape of concept selling or micro-niching, how does the beginners get onto the platform and become viable customer, seller or both? Obviously it takes a while before the viral wave catches up.

To be completed…

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Kaushik is interested in new
forms of interaction, economy, information, perception & innovation. Email: kaushik.t.ghosh[at]gmail.com

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